Resolve your customers' tech issues in a single call

Why FCR matters

FCR (First Call Resolution) is a pivotal metric in the realm of contact centre solutions, directly impacting customer satisfaction and experience with a company. When an issue is resolved on the first call, it saves the customer time and effort, eliminating the need for them to follow up multiple times to fix their problem. This streamlined approach not only enhances customer satisfaction but also conserves the company’s resources by minimizing subsequent calls and inquiries. A high FCR rate, particularly in the context of contact centre solutions, signifies the company’s efficiency and proficiency in addressing customer issues. This, in turn, fosters increased customer loyalty and enhances the company’s reputation. Ultimately, FCR stands as a crucial indicator of a company’s customer support effectiveness and plays a pivotal role in the success of any business, especially when considering contact centre solutions.

Over 65% of consumers define a bad customer experience when a company fails to respect their time.

Over 67% of customers left a company after their issues were not resolved in the first interaction itself

80% of companies believe they are delivering quality customer service. However, only 8% of their customers agree to it.

What a higher FCR can do for your business

  • An increase in FCR leads to a decrease in customer churn

  • A 1% increase in FCR leads to a 1% decrease in operating costs

  • A 15% increase in FCR leads to a 60% decrease in repeat calls

  • A 30% increase in performance

  • Positive business reputation

  • Improved customer satisfaction and loyalty

Pathway's inbound technical customer support powered by FCR

Pathway provides world-class contact centre solutions and inbound technical customer support for your IOT devices, internet-connected devices, and other complex technical products on top of our FCR policy. We prioritize customer satisfaction through rigorous monitoring of key metrics such as FCR, ASA, and CSAT, enabling us to provide quality support to your customers. Our swift issue resolution, combined with our expertise as an IT solution provider, empowers us to provide efficient and effective services, elevating your customer’s support experience.

Why Pathway

24×7 support

At Pathway, we prioritize round-the-clock contact centre solutions for your business. Our flexible staffing solution adapts to your business’s peak hours for seamless coverage. Our team of technical experts delivers first call resolution 24/7, providing prompt and effective support.

Trained and certified agents

Pathway strongly emphasizes rigorous agent training to ensure exceptional service for your business. Our agents are certified by recognized organizations in areas such as HIPAA, PHIPA, ITIL, and PCI, enabling them to handle a wide range of technical and security issues. We also tailor our training for each client through custom onboarding modules, reflecting our commitment to exceptional customer support.

Onshore and/or Offshore Delivery

Pathway offers top-notch contact centre solutions at competitive prices. Our twin contact centers, located in Toronto, Canada, offer a local presence and seamless customer experience. We also blend this coverage with support from our international contact centers to provide flexible and budget-friendly support solutions.

Transparent Reports

Pathway provides transparent, in-depth reporting to better serve your business. Beyond standard call center reports, we also analyze and identify recurring issues and work closely with your business to develop quick-fix strategies and long-term solutions.

IT Service Desk For Customers

Our contact center solutions and agent training follow recognized processes such as ITIL, delivering the same high-quality technical product support we provide to corporate IT infrastructures.

Omni Channel Support

Pathway offers complete customer support through multiple channels. Our omnichannel approach includes phone, email, chat, and social media support, maximizing the accessibility of our service to your customers.

What Our Clients Say

“You are the face of support and crucial to ensuring the success of all of our initiative. Having said this, the project was in the green across the board — your first call resolution, follow-ups and timely statistics led the way. Our hats go off to everyone! Thank you so much again, and keep up the great work!”

Oil and Gas Company

How Pathway has helped businesses
to revolutionize its IT help desk

Read Case Studies